Inducing client-focus in bureaucracy: The citizen's charters in India - Sharma Arvind K;Sharma Indu (Kanishka Publishers, Distributors New Delhi, 2002)
Keywords: Bureaucracy -- Indian Railway -- Scrutinizing the pioneer's experience- citizen's charters in UK, citizen's charters in India- progran format and contents, securing implemenatation- understanding the charter's nuances, citizen's charters at state level/ union level, cultural change, consolidating th initiative charter implementation index and props to accountability